Patient Service Advisor

_**Nexus Patient Services Advisor**_

Nexus Health Group has an exciting opportunity for Patient Services Advisors to work across our organisation. This position is well suited to someone looking to gain hands on experience and who has a proven track record of thriving in a very busy but supportive environment. This is a fixed term role of 1 year with part time hours available working the evening shift from 10:30am till 6:30pm.

**Location**

Commercial Way Surgery and Surrey Docks Health Centre

**Working Hours**

**Part Time Hours-**

**24 hours per week**

**30 hours per week**

**Job Purpose**:
It is the role of the Nexus Patient Service Advisors to assist our patients to access our services in the most effective way possible. To facilitate this the postholder will undertake the following:

- To greet and assist patients in using our services
- Patient enquiries are handled courteously, efficiently and with empathy.
- Administration tasks are undertaken with due care and attention to details.
- To provide site based patient services to patients

**MAIN DUTIES AND RESPONSIBILITIES**

**Service Advisor duties**
- Manage the footfall of patient queries at site level
- Addressing patients with respect and dignity
- Respond to patient queries with empathy and appropriate support
- To respond to patient requests for appointments and book with the most appropriate member of the clinical team
- Takes and records accurate messages and passes on to relevant people.
- To signpost patients where appropriate (in line with the training and guidance already received)
- Keeps the appointment book up to date and operates the appointment system as directed.
- Responds appropriately to patients with specific accessibility needs
- Liaise with outside organisations.
- Arrange ambulance transport to hospitals
- Arrange interpreters, as required
- Direct patients wishing to make a complaint to the appropriate practice procedure.
- Handle queries from complex patients on the amber line
- On a rotational basis provide duty receptionist support to the clinical team
- Handle queries from the bypass line
- To support and develop the care co-ordinator role on a rotational basis
- To provide a professional, courteous and responsive service to our patients at site
- Handle queries appropriately passed over to site from the access hub
- To handle prescription requests at site level on a rotational basis.

**Admin duties**
- Participate in quality improvement work as required
- Ensure all information for patients is recorded accurately and effectively
- Participate in data collection for audit work when required
- Participate in any project or audit that the practice may do from time to

**General duties**
- Watches for and reports to the Health and safety representative matters affecting safety and security in accordance with the Practice Health and Safety Policy.
- To ensure that all our patients are treated with respect, courtesy and dignity at all times.

**Confidentiality**
- In the course of your employment you will have access to confidential information relating to Nexus Health Group business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to the Nexus Health Group interests.
- Information for extra consideration includes access to the general business of the practice and any information regarding individuals.
- Information relating to patients, carers, colleagues, other healthcare workers, or the business of Nexus Health Group may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data,
- If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your line manager before communicating any information to any third party.

**Data Protection**
- Employees must be aware of the Data Protection Act (DPA) 1984
- You must not at any time use the personal data held by Nexus Health Group for any purpose not described in the registry entry or disclose to a third party
- It is essential that a strict code of confidentiality is adhered to all times
- All dealings within Nexus Health Group remain strictly confidential and the post
- holder would be expected to maintain confidentiality at all times during employment and also after employment has ended with the Nexus Health Group
- If you are in any doubt regarding what you should or should not do in connection with the DPA then you must contact your line manager

**GDPR 2018**
- In accordance with the GDPR 2018, you are required to give your consent to the employer to hold personal data and process payroll and other records using such personal data on your behalf.
- You must agree that the employer is permitted to hold personal information about you as part of its HR, Payroll and other business records and may use such information